For some existing TPG mobile customers, you may have noticed that we've done an upgrade on your My Account portal.   This article will explain the basic features of the new and upgraded My Account portal, our online account management tool:   Logging in to My Account How to navigate the My Account layout   Simply follow the steps below:   Logging in to My Account   Go to https://www.tpg.com.au/myaccount. Alternatively, click on the My Account button in the top menu bar on our website. Log in with the Mobile Number and password for your TPG service. You can retrieve forgotten passwords at https://account.tpg.com.au/reset-password.   How to navigate the layout After logging in, you'll see the default Actions menu on the left-hand side of the page. This menu is divided into four sections.   Section 1 – Account overview       This is a fixed section that lists the following information: Information Useful for Primary contact name Confirming the account holder (bill receiver) TPG username/Mobile Number Logging into My Account Customer ID Reference number when contacting us Amount owing Checking if any money is owed on the account   Section 2 – Service management     This section has a drop-down menu that you can use to select which service to manage. This selection is also displayed in the main window of Toolbox after logging in. Additional options will display depending on which type of service is selected:   Service type Additional options Useful for Home Wireless or 5G Home Broadband Dashboard Quick overview of plan Check current data usage (simple) Check when usage resets Add a Data pack Volume Usage Check current data usage (detailed) Check when usage resets Check data usage history Add a Data Pack Change Plan Check current plan details Change broadband plan Moving Home Lodge a relocation for your TPG services Settings (if applicable) Toggle Port Blocking Mobile Dashboard Quick overview of plan Check current call usage (simple) Mobile Usage Check current call usage (detailed) Check call usage history Manage Call Packs Add or remove call packs Change Plan Check current plan details Change mobile plan Manage Prepaid Balance Add prepaid credit (optional for excluded usage) Settings Toggle Calling Line ID Blocking Toggle Call Barring options Toggle Call Forwarding/Diverting options Request PUK Code Your SIM PUK Code   Section 3 - Account management       This is a fixed section that gives you the following options:   Option Useful for About Me Check current contact details Update contact details Add, edit or remove additional contacts Change account password   Invoices Check invoice history Payment Details Check current payment details (partially masked for your security) Update payment details Change the bill receiver Notifications Check history of account notifications Add New Service Add an additional service to your account   Section 4 – Logout button     Use this button to log out after using My Account. Logging out is especially important on public or shared computers.   The Logout button is also present in the top right-hand corner of the page.   Related Article: TPG Mobile - Online Account Management Tool - My Account - TPG Community ... View more

TPG has recently upgraded its billing system which means some customers will start receiving monthly invoices by email. If you have signed up recently for a TPG Mobile, Home Wireless or 5G Home Broadband service, you will also receive an invoice for your first upfront payment.   You can check out your invoices in My Account or in the email we send to you. This guide will take you through your invoice and where you’ll find all the usual information about your account and charges.         Here you’ll find the Invoice Number and Account Number, which you can use as a reference for your account. This box contains the all-important due date for your invoice. All TPG services are prepaid. For your first invoice you will pay for your service for the month. Each month thereafter, you will be charged 7 days prior to the end of the monthly period for the following month's monthly charge. This section shows your regular invoice charges. This box will show the date when your nominated bank account or credit card will be automatically debited for the amount due. The Account Summary will show your spend for each type of service you have with us. You’ll find a detailed breakdown of charges in the Invoice Charge Details section.         Charges will be clearly listed underneath the service along with the billing period they’re for. The first time you’re charged for an active service or if you change plans, you may notice more than one charge for different billing periods. This is to make sure that your service is billed up to one full billing period in advance.     Related Article: TPG Mobile - Online Account Management Tool - My Account - TPG Community TPG Mobile Billing Cycle Explained - TPG Community ... View more

TPG has been made aware of a recent NBNCo’s system implementation which has caused some installation and fault appointment time frames to take longer than usual to take place.    Please be assured that TPG is working closely with NBNCo to do the best we can to bring forward these appointments. The TPG Service Delivery and Assurance teams will be proactively updating any customers who may be affected by the NBNCo delays. We apologise for any inconvenience caused.   For help about how to check your scheduled installation date or to reschedule your current appointment date, please visit this Community Article: Check or Reschedule Your TPG Installation via tpg.com.au/install    NBNCo's webpage and a statement about the these delays can be found by visiting https://www.nbnco.com.au/utility/appointment-notice   ... View more

WhatsApp Messenger is a free messaging app that you can use to call, send SMS and MMS to your family and friends anywhere in the world.   Since WhatsApp uses your phone’s internet connection (Mobile data or Wi-Fi), you can call people overseas and not worry about cost or running out of free minutes.   Need to know how to install WhatsApp on your phone? Follow these easy instructions and you’ll be connected to your love ones in no time:   For iPhones: Open App Store         and type “WhatsApp” on the search bar.     Alternatively, you may click the link https://itunes.apple.com/app/id310633997 to access WhatsApp in App Store Tap “GET” and wait for a few minutes for App Store to download and install the app on your phone You will see the WhatsApp icon on your phone screen once it finishes installing       For Android Phones: Open Google Play     and type “WhatsApp” on the search bar.     Alternatively, you may click the link https://play.google.com/store/apps/details?id=com.whatsapp to access WhatsApp in Play Store Tap “Install” and wait for a few minutes for Play Store to download and install the app on your phone. You will see the WhatsApp icon on your phone screen once it finishes installing.       If you have WhatsApp and want to send an invite to someone in your contacts to use WhatsApp   iPhone Users   If you are running the application from an iPhone, go to settings within the application. Scroll down and tap on the “Tell A Friend” option. You will have several options on how to invite your friends and family, from social media connections to your normal phone contact lists.   Android Users When you are in the WhatsApp messenger, click on the three dots symbol in the upper right corner. From here, you can scroll down until you see the “Tell A Friend” option. Click on here to add missing contacts from social media friends, your phonebook or by entering their email.   Windows Users From a Windows phone in the app, click on “All”. Choose the contact, or contacts, that you want to invite and then choose the option “Invite To WhatsApp”. ... View more

NBN Co has announced that from 7:00pm on 2 February 2021, it will not be accepting some orders for NBN hybrid fibre co-axial (HFC) services.   This is due to a global equipment shortage impacting NBN Co’s supply of NBN connection boxes needed to install NBN Hybrid Fibre-Coaxial (HFC) services.   From 3 February onwards, you can check your address at https://www.nbnco.com.au/check to see if you are impacted by the equipment shortage.   Please be assured that TPG is working closely with NBN and will provide further information once it comes to hand. We apologise for any inconvenience caused.   We’ve put together some FAQs to help our Community understand any impact this announcement has for you.   I’m about to move into a new property that has HFC – will I be able to connect? Yes, provided the premises has been connected to the NBN network previously. However, if your premises are connecting to the NBN network for the first time and we don’t have an order in our system before 2 February 2021, the order cannot be placed.   If you wish to order an NBN HFC service from TPG (i.e. new customer signups, existing customers changing plan from TPG DSL to TPG NBN HFC, or existing customers moving home to an NBN HFC location):   While NBN Co is pausing HFC orders, TPG will continue to accept pre-orders which will be processed for installation once NBN Co resumes accepting NBN HFC orders.   How long will the HFC order halt be in place?   NBN Co has not provided an estimated resolution date, however we will endeavour to provide more information as soon as it becomes available.   If you have already ordered an NBN HFC service from TPG prior to 2 February:   If your order is already in progress with NBN Co (whether or not the install has been completed) your order will proceed. However, it is important to note that due to the global equipment shortage, some installation appointments may be delayed. More information about installation delays can be found here (https://community.tpg.com.au/t5/Broadband-Internet/Delays-in-connecting-some-premises-to-the-nbn-HFC-network/m-p/85236#M32840) You can keep up to date with your installation progress at https://www.tpg.com.au/install   What happens if I withdraw my TPG NBN HFC order, can TPG resubmit my order again? If you have an NBN HFC order at a premise where no NBN service has been connected previously, and decide to withdraw it, TPG will not be able to resubmit it to NBN. However, TPG will be able to accept your order as a pre-order.   If you already have an active/connected NBN HFC service with TPG:  There is no impact on your active/connected service as a result of the NBN HFC order halt. You will still be able to upgrade or downgrade the speed plan of your TPG NBN HFC service as usual.   If you are in an NBN HFC designated area which is planned for copper disconnection (i.e. you have been notified that the legacy copper broadband and landline services will be disconnected on a specific date):  No copper disconnections will occur in areas where NBN Co will stop accepting NBN HFC orders. If you had previously been notified about an upcoming copper disconnection at your location, TPG will be contacting you soon to explain the copper disconnection date will be delayed as a result of the NBN HFC order halt. ... View more

At TPG, the health and safety of our team members and our customers is of the utmost importance.   With recent developments in the Greater Sydney area, particularly in the Northern Beaches, we’d like to provide an update on our activities to ensure minimal disruption to essential service installation and fault restoration.   We continue to work closely with our counterparts at NBNCo to maintain excellent wait times and quality of service installation and fault restoration appointments during these challenging times.   As a provider of essential services, we are not currently expecting any delays in service installation or fault restoration appointments in the Greater Sydney area, including the Northern Beaches, however we do understand that some customers may choose to reschedule their technician visit to a later date.   Based on advice from NSW Health, we require our Sydney field technicians to wear facemasks for customer home appointments in all suburbs of Sydney, not only in the in the Northern Beaches areas.    Whether the technician visiting your home is a TPG employee, a TPG contractor or a representative of NBN Co, we want you to be confident that we’re taking strong measures to ensure the safety of our customers and technicians.    For more information about the COVID-19 safety measures in place for your TPG service installation or fault restoration appointments, visit  https://community.tpg.com.au/t5/Broadband-Internet/What-to-Expect-During-Your-Technician-Appointment-Visit/m-p/23691#M11389.   We are closely monitoring updates related to COVID-19 in Greater Sydney and across Australia and will update our processes as necessary.   Thank you for your understanding and patience through this period and for trusting us with your internet and home phone services. We value your ongoing support. ... View more

Due to precautionary measures to protect our staff from the COVID-19 outbreak, TPG’s telephone support team members will be transitioning to working from home. We appreciate your patience as you may experience longer wait times.   We've put together this list of popular solutions as you may find the answer to your query here. We also encourage you to explore the online support options here, within TPG Community, TPG My Account and TPG Support.   We also encourage you to explore alternate self-serve support channels that may be able to assist you:   Check out our brand new My TPG App at https://www.tpg.com.au/services/tpg-app   TPG Community: https://community.tpg.com.au is the quickest place for customer support where you can search for solutions, check help guides and ask questions   My Account: www.tpg.com.au/account is your secure portal for billing, accounts and payment information and plan changes. Click here for help using My Account   Make a payment online: Update Credit Card or Direct Debit payment details or Re-try a Failed Payment securely online   Change your NBN plan online via www.tpg.com.au/account.Or click here for step by step instructions   Installation help: query or reschedule your installation at www.tpg.com.au/install   New connection setup help: All our setup guides are here   NBN outages: Before contacting us, please check for any outages in your area at www.tpg.com.au/nbnoutage   TPG Support: www.tpg.com.au/support for troubleshooting, setup help, modem guides and more   Change your mobile plan online at www.tpg.com.au/account. Or click here for help changing your mobile plan    We appreciate your patience and understanding and thank you for your continued support.   Would you like to chat with us instead? Our customer support agents will also be available online via Chat Support.  To chat with us, please visit https://www.tpg.com.au/support/contact/   Regards, TPG ... View more

This article will help you if you have moved into a property that has an active service (either an NBN or Copper based service in the previous owner/tenants name). The information below will help you to get the service activated with the least amount of time as possible.   In order for us to proceed with your application we would require you to provide us a proof of occupancy so we can verify and match you as the new tenant / owner of the premises you signed up on. A list of acceptable documents is below, we require one document from this list.     First Step: Proof of Occupancy/Tenancy   A copy of any of the following documents will be accepted: A Fixed utility bill eg Water, Electricity An Insurance document for the premises House and/or contents, Business insurance Certificate of title for the land. Signed lease agreement. Council Rates Notice. Second Step: Send document via Email in below format   Once you have a copy of one of the above documents, please scan it or take a photo of it and email it through to nbnpod@tpg.com.au using the below email template.                       Final Step: TPG will initiate the NBN install after document validated.   Our NBN service delivery team will validate the document and will progress the order. It usually takes up to 48 hours for the service to get activated. If you have any question along the way you can call the TPG NBN service delivery team on 1300 023 575. Hours of operation are:   Weekdays: 8am to 8pm Weekends: 9am to 6pm     ... View more